The Full Shopify Support Log: Ticket #69398073.

I need to continue this conversation because this issue has not been resolved and I am not going to let it be closed again.

This is regarding a critical checkout conversion failure that has been affecting my store smokeeraser.com for approximately 12 months. I have Microsoft Clarity session recordings showing multiple customers actively trying to complete purchases and failing. This is not a traffic or marketing issue — customers have clear intent to buy and cannot complete the transaction.

What I have already done — exhaustively:

Rebuilt the entire store from scratch twice. The problem followed me through both rebuilds, which definitively rules out theme or custom code as the cause.
Hired multiple vetted freelance developers. None were able to identify or resolve the issue.
Spent hundreds of hours analyzing GA4, Google Search Console, Microsoft Clarity recordings, and Google Merchant Center data.
Worked extensively with AI diagnostic tools to isolate the problem.
When a problem survives two complete rebuilds and cannot be identified by multiple experienced developers, it is not in the storefront code. It is at the account or backend level. This is a platform-level issue and it requires backend access to diagnose.

Additionally, the shipping label issue previously reported in ticket #68429405 needs to be updated. The problem is not limited to incorrect package defaulting — the system is also failing to pull actual product weights, forcing manual correction on every single label purchase. This is a separate but equally systematic platform failure happening on every order I ship.

The financial impact of both issues combined has been severe and ongoing for 12 months — lost sales every single day, freelancer costs, and opportunity cost. I am a one-person operation and this is existential for my business.

What I need: Escalation to a senior technical team with backend access. Not a frontline agent. Not a 7-day wait. I need a name and written confirmation that this is being actively worked to resolution.

Related closed tickets: #68429405, #69406681, #69322182

I have Clarity video URLs ready to provide. I have been cooperative and patient. That patience is exhausted.

Craig Nowak Smoke Eraser smokeeraser.com

I apologize for that coming across rude I should have read it before I sent it I asked the AI agent to what I had been telling him and it sounds like he failed to keep it respectful as it should have been even though I was venting to him there was no reason for him to convey disrespect like he did. That is not going to help the situation. What I am trying to get across is the financial cost to me including the opportunity cost of the tremendous number of lost I mean overwhelming number of lost sales and my inability to scale all this time in just the damage done from the way that the AI engines view my site as well as Google despite all of the extensive work I have put in to become the authority that I should be in this space and it's in the search results because I've got a broken sight and I have had a broken sight for so long and Google knows it The AI know it and I am treated with the level of respect that they believe that is worthy of none none of these issues at this point are through any fault of my own as we've everything that could have been and for that reason all I am asking for is an that respects the urgency I am going broke in and I'm going to lose my house because this is my only source of income I have poured my heart and soul in every penny I had into it for 10 years and I cannot make a dime when I am losing every I cannot wait 7 days to find out that I need to reach out again I mean that with all due respect

And my God sorry about that This POS voice to text It seems to strip out every God damn 5th word

And I am just now seeing over on the right it says estimated reply time within 24 hours if that's for the senior tech this is being escalated to, I sincerely apologize. That's incredible if that's the case.

I can also pull Microsoft Clarity videos very easily as I see them every day but there were just two that sent you previously I'm just wanting to say if you don't have those just say the word and I'll get you more Thank you

any news?

any update on where in the queue I'm at currently?

Juan... any word on this? I have an estimated reply time on the right I noticed yesterday that says 24 hours. I dont know if that's for the escalation. For the actual senior or escalated techs or you to acknowledge the latest information appended. Whenever you have a minute, let me know please sir. Thanks

by the way the shipping label issue is also urgent because it's forcing me to pay more than I should for each order

Just opened Clarity and the 1st video i watch under dead clicks. Read that and see these 2 screen shots. Plus I just say something pop up saying I have 11 sessions right now.. 11 people on this broken site. Of which, it seems a LOT of them will try to buy and never be able to according the videos I watch everyday in Clarity. Also notice the amount. Over a $241 order. Just one of many orders lost JUST TODAY, like everyday for at least 6 months, perhaps even a year. Here are some screenshot from this one. Unable to paste screenshots. okay.

 

I cannot express to you just how urgent this is to keep my life from reaching a breaking point of catastrophic loss of pretty much everything in a matter of no longer weeks, but literally days now. And to see that I have the potential to fix everything, but just never able to fix it in order to capture those orders is beyond frustrating. I can see that I have built a powerhouse as a HUGE majority of folks try to buy from such a tiny amount of traffic I get. But I obviously only continue to lose a vast majority of them. I finally just resigned to asking Shopify to invetigate and fix this as Im at the end of what I can do. Plus I simply can no longer afford another freelancer

https://clarity.microsoft.com/player/wnv6mmel6r/d4yrcv/6xg7yq/?ss=1786139915000&sd=2036742

3rd instance. I can get many more. You can too. All you have to do is watch Clarity videos. Any day.

I dont know how to convey the urgency any better. I've tried til blue in the face. I don't know what else I could say or show to convey the truth of the matter than what i already have

realizing I sent you the same 2 screenshots above accidentally

This is a new one. There are honestly SO many documented weird ways this thing fails at this point, I honestly cannot even tell you how many there are or if they are even all related to the exact same issue.

 

https://clarity.microsoft.com/player/wnv6mmel6r/125sulm/1i9bclx/?ss=1786119700000&sd=2277024

 

just checked my phone.. and where he was clicking.. pretty much anywhere within that section, if you click, it will take you to the product page by that entire individual section from top to bottom. So im guessng his "rage clicks" back to back through this part of the video were real clicks going nowhere? An important one? As important as the others? Idk. Probably not, but im going through just this batch of clarity videos under dead clicks and it they seem worthy, Im sharing.

https://clarity.microsoft.com/player/wnv6mmel6r/yrkkir/11ejk9h/?ss=1785980965000&sd=415951

 

https://clarity.microsoft.com/player/wnv6mmel6r/pjhwwz/1bsh1g4/?ss=1785980886000&sd=72276

Same here.. dead click. Clicking directly onto a product in catalog and going nowhere. Confirms what just happened to me too on Desktop. As I just went to an open browswer with my site open and I clicked my logo at top linked to my homepage. Clicked it and nothing happened. I had to click it again for it to respond and take me to homepage. Idk. Related to all else? Idk.

Follow up from Claude regarding today's update to append to ticket:

Checked the console on smokeeraser.com, no client-side JS errors firing anywhere in the checkout path. Rules out theme/browser-side bugs entirely. Combined with the checkout_started-with-no-completion timestamp and the second PayPal-button hang, this points to the Shopify servers. Need someone to please pull backend logs for 2026-08-05 13:41:58 UTC.

Just now getting to the videos for check and there's 12 of them That means I probably missed honesty got 12 sales in the last three days well video the very first video shows a guy showing and within seconds he goes to try to purchase it and there is no sale for that time look at the intent of this person read the description and look how short it is and what he does in that time frame. https://clarity.microsoft.com/player/wnv6mmel6r/99ddb0/3h78dd/?ss=1786142300000&sd=6929

*checkout (this voice to text is shit)

Very next one.. I checked location and it is also Atlanta GA. One minute after the video showing checkout failure immediately above it. Obviously same guy trying again and of course no completed sale as I already checked that time.

This guy again.. under the checkout videos instead of Dead Clicks so you get a different description on the left with different information for you so I'm adding the screenshot for your information.

So this one is the actual sale. Screenshot from it finally working for him. The 2nd screenshot is the same guy, confirmed, just 5 minutes earlier, trying to buy same order and it failing. You can see at the end, he just clicks add to cart and dont know actually what happens next as it ends. But we know it failed. Obvi. https://clarity.microsoft.com/player/wnv6mmel6r/qytz6l/1074hcv/?ss=1786098767000&sd=256390

Next one. Uneventful except the fact it actually begins like this. With this 23 second site hang. https://clarity.microsoft.com/player/wnv6mmel6r/16f7tkd/1q5mi8n/?ss=1786039834000&sd=1815838

5 more left... Will try to go through these later tonight if I get time. PLEASE investigate this and get back to me with positive news. Please. Ill owe you my life. Seriously

Im running out of money. I owe so much right now because Ive been trying to wait until I have an income again. But im running out of time. Please help me

I owe so much today. And today, Monday has been a dreaded deadline I have praying we would beat. PLEASE REPLY

Its now monday morning. 9pm PST. Thought I'd definitely hear ANYTHING back by now as I've had the "estimated reply time of 24 hours" on the right for almost a full week

am

Hi Craig,
 
Ryan here, one of the Technical Support Specialists here in Shopify! I just want to thank you for your time and follow up to make sure I provide the best level of service. 
 
I want to assure you that we are now actively working hand in hand with our developers to investigate the root cause of the issue.
 
We will keep you updated on the status of their investigation, and if we receive any information about a potential workaround, and a resolution, we will inform you immediately.
 
Thank you for your patience as we work to resolve this matter, Craig. If you have any clarifications or other questions, please feel free to let us know as we continue to work on resolving this issue for you. I'll get back to you right away once I got the news.
 
If you need further assistance or in case we missed out on anything, please don't hesitate to write us an email and we'll get back to you asap or if you'd like, you may also get real time assistance from a live representative.
 
Regards,
 
Ryan | Shopify Support Advisor

I was just thinking to myself well first of all thank you for replying but I was thinking to myself that basically I could hire if I got lucky and I hired absolute best Shopify coder that is available today and I just happen to lucky as can be and I hired him There is no way that he would be able to compare to even your lowest level person because I believe you guys have access to server log information that will I'm guessing point to the problem or tell you what the problem is specifically maybe but regardless so much more information than what anybody else would have access to so I have given you multiple timestamps of when these errors have occurred and you guys should be able to check the server logs at those specific times and get far better hints if not the direct answer than anybody else could ever acquire. That said if you guys can't fix it, there's nobody else who can or who I'll just keep wasting my money. So what does that mean That means I basically have to get a guarantee from you that you will find the problem and fix it. And if you have or you believe you have, What I need is a guarantee that if continue to see any of these issues, I will be able to reach out to you directly so that we can continue working until we do identify and all of the issues. You are my last hope here for this business to survive, so I have no choice but to this of you. Will you promise me that? Will you promise me that no matter what you will guarantee that we will continue to work together to get this fixed no matter the outcome of what you tell me next and that you will allow me to bypass this 5 to 7 day if we find ourselves in that position can you assure me of that can you promise me this? Thank you so much

*but to ASK this of you (voice to text garbage skips so many words)

And if you do or when you figured out and implement the fixes. Please provide me a description of everything you found and everything you did to fix it so that I can have a complete of everything this all has become so critical for this site given the obvious state that it has been for so many months and all of the work I've had to have done that never actually fix the problem but has continuously identified and fixed multiple issues. I need the same from you guys please

*a complete LOG of everything you found and everything you did to fix it

status?

please provide me an update Ryan

Hi Craig,
 
Ryan here, one of the Technical Support Specialists here in Shopify! I just want to thank you for your time and follow up to make sure I provide the best level of service. 
 
Since you have multiple concerns, I'd like to start with the ones that I can verify:
 

• Could someone help explain the zero-completed-checkouts contradiction on July 30 and August 1? I think this might need engineering eyes rather than front-line troubleshooting, but I'll trust your judgment.

First off, our behavioral analytics has an expected delay on showcasing our data. Unlike any other platforms or apps that track or measure behavioral analytics in real-time. Upon checking the Conversion rate breakdown report, we can see your email address  used to this order (#3684), i.e., craig@smokeeraser.com in the report under the Completed checkout. Therefore, the order that you made is added in the report, however, it was delayed which is an expected behavior on our Shopify Analytics.


 
 

• Could you provide the exact timestamp my Dawn theme went live?

        - August 8, 2026 at 1:48 am -0700
 

• Could someone check everything at checkout that isn't theme code? Things like legacy checkout scripts, or script tags added by an app (I don't have a way to see these myself).

        We are seeing lots of snippet codes being added by an app called Claude Connector App on these areas:
        - assets/custom.css, assets/custom-upload-test.css, sections/main-product.liquid, snippets/buy-buttons.liquid 
        - since these are codes added by a the app which happens to be developed by Shopify, I would need to send an inquiry to our developers.
    
 For your concerns regarding the "who added the G-HCYGEPBK32 pixel, exact dates of the sales channels were disabled and re-enabled, I am still running some logs here, and I'd be happy to reach out to you via email with the results of the our logs. 
 
We appreciate your patience on this matter, Craig. I'll talk to you soon. 
 
If you need further assistance or in case we missed out on anything, please don't hesitate to write us an email and we'll get back to you asap or if you'd like, you may also get real time assistance from a live representative.
 
Regards,
 
Ryan | Shopify Support Advisor


 
 

Ryan, I want to be respectful here, but I have to be honest: I'm extremely disappointed and genuinely bewildered by this response. I've been waiting a long time for this ticket to get real attention, and the problem is serious — this is directly affecting my ability to make sales.

A few specific issues with your reply:

You referenced a small number of test orders I made. I never asked about those and don't understand why they're the focus of your reply — they have nothing to do with the issue I reported.

You stated my Dawn theme went live on August 8, two days ago. That's incorrect. It was completed in late July. I'm not sure where that date came from, but it's wrong.

Most importantly, I sent detailed evidence: Microsoft Clarity recordings with specific URLs documenting real customers hitting broken checkouts, proof of 30-second site hangs, and evidence of lost conversions. None of that was addressed anywhere in your reply.

I need someone to actually go through the evidence I provided — watch the Clarity recordings, review the site-hang reports, look at the failed-checkout documentation — and respond to what's actually in them. Given the inaccuracies above, I'd also like confirmation that this ticket is not being closed, and that it's being handled by someone with the technical depth to properly investigate a checkout-breaking issue.

That pixel issue GHC GEP Whatever 32 that was resolved and is a non issue Drop that completely please. I don't know though if you're asking me when Dawn went live Or you're telling me that this is a question I asked you. And then giving me an obviously incorrect answer. Regardless though, that might actually be very important/relevant to your investigation. So if you do need this information, specifiy please and ll try to figure it out for you with accuracy. But just so you know, that job, the initial migration before the days of site work that was required to fixed the look of every single page after migration took place in late July. Completing the full job though was not for another 4 or so days after that.

Im very concerned at this point though from that reply

This is an issue Ive been suffering from (the extreme loss of conversions due to an ongoing issue with customers being constantly unable to complete checkout) for over 4 months. That is what Im desperately hoping for help with solving from the escalated senior techs Ive provided extensive proof to for helping them invesigate, and have been waiting patiently for to have them begin that investigation and I'm not sure this has even been initiated at this point.

Im still in a state of shock right now to be completely honest as I feel like everything Ive been waiting for during the last 6 days, as patiently as one can be given my entire business is and has been on the line over this exact issue so long and to the point I'm now days away from absolute catastrophe including loss of this home I bought to raise my kid. This is my sole source of income and this issue has MASSIVELY compromised its ability to even generate an income in this state.

All of the necessary proof has been provided and what is SO DESPERATLY NEEDED is simply a very senior capable and WILLING tech to fully understand the details of the case first of all to understand its gravity and seriousness, but secondly to simply read eveything as provided and take the time to click through it all, absor it all, ask me the questions that may be necessary, in order to become fully versed on everything. All that acutally is and is not.

I believe that is everything that needs to be said to make it understood. I hope. I look forward to the response of someone asap. PLEASE

OKAY... Im only just now realizing this has not actually been escalated yet which is actually a relief in some ways. Never thought I would think that. But as of right now, if that IS the case, PLEASE CONFIRM so.

Next, please simply tell me honestly when you expect someone in a senior position to be handed the case to begin diggin int to try to make sense of it all

So in a nutshell so you understand and why it's been so urgent and why everyday that passes without a fix matters. For one example. Today. For the tiny trickle of traffic I have been widdled down to over time due to this, my site still converts exceptionally well (or would if it was no longer broken). So the few times today someone wanted to buy from me, they tried and could not. This is what happens every day. This is what happens everyday and has been occuring everyday for over 4 months.

Please man.. please just reply confirming for me what I asked.

Craig Nowak
9:03 pm
OKAY... Im only just now realizing this has not actually been escalated yet which is actually a relief in some ways. Never thought I would think that. But as of right now, if that IS the case, PLEASE CONFIRM so.

Next, please simply tell me honestly when you expect someone in a senior position to be handed the case to begin diggin int to try to make sense of it all

As of the moment I read the last reply up until right now, I still have no idea what to expect or if this has been physically handed off to the appropriate high level techs and then of course if they have been able to figure out what all I've been explaining and then having them actually begin the investigation/work to fix it.

It seemed this was implied before, but from the actual response, I have to think this was NOT the case and no one from the senior team has been able to start the work. PLEASE confirm this so I can at least know where things stand. This is so important to me. All of it.

In regard to your reply talking about a test order from me. At no point did I send a test order through and experience any delay. As always, any time I send a test order through, whether in a regular Chrome browser or Incognito, my orders go throught without issue. Ive never been able to recreate this issue and, of course, I never based any of my findings or evidence of the loss of conversions I am experiencing everyday on an of the test order I submitted. I never said anything about any of my test orders as a matter of fact. All proof and evidence is found demonstrated across numerous MS Clarity videos. A few of them I provided within this ticket along with screenshots and the direct URL to that video and documented issue description from within Clarity.

Hi Craig,
 
Ryan here, one of the Technical Support Specialists here in Shopify! I just want to thank you for your time and follow up to make sure I provide the best level of service. 
 
Thank you for your candid responses and for taking the time to outline everything so clearly. I want to step in directly, take full ownership of your case, and clear up the confusion from our previous correspondence right away.
 

• Regarding the exact date when the theme was go "Live". I just relied on your question "when it was sent to live", that is   August 8, 2026 at 1:48 am -0700. You mentioned that it went live on July. Perhaps you are pertaining to when it was ""added". 
  - Created or Added: 2026-07-24 04:15:57 UTC
  - Went live (Published):  August 8, 2026 at 1:48 am -0700

 
I see that you are chatting with Rogelio now, please provide the x-request ID of the issue that you are seeing in your site so we can do further investigation. All other concerns above, I'll give you an update as soon as we can.
 
Cheers,
 
Ryan F | Technical Support Advisor

I don't know what that is and it's hard for me to think that that's going to be anything we can use because when an ex request ID is established is going to probably rely on whether or not Shopify actually belie a checkout has been initiated and that is what we are unable to determine for a lot of the time as clicking the button seems to cause sometimes up to a 30 second sight hang and a reroute to the same page or the home page. The entire point of providing you the Microsoft Clarity videos is this is the best evidence that for actually showing you where that's all showing you where these issues are being documented to have most likely occurred. That is the only reason that you need to take advantage of what is being provided via those Urls I have provided you the clarity URLs it gives you a timestamp and a video showing a situation that could have produced what you call an X record An X request Does that make sense? Are you telling me though that you are unable to pro ceed at this point without some X request ID? Have I not provided enough information for you guys understand what is occurring and when and to allow you pull the information that is occurring at that time the information that I'm unable to produce myself let me know time is ticking and I'm everything with every lost day

*believes

Let me write that again. This voice to text once again destroyed my message

It's hard to know if an x record would be generated for any of these issues that are leading to all of my lost conversions because its likely that only if Shopify believes a checkout was initiated, will it produce an x record. We are unable to determine for a lot of these instances if a checkout is even getting initiated. Many of them show the button being clicked and nothing happening. Other times, show the button being clicked and it disappearing or changing to a different set of buttons appearing. Or many other situations that are less than desirable like up to a 30 second site hang before being routed back to that same page or sometimes the home page. The Microsoft Clarity videos are just the best evidence we are able to point to and use to help show you WHEN and WHERE these instances are occuring and should be taken advantage of for this reason as without them, there is nothing else concrete or helpful I can use to show you what Im talking about for many of them. Its very helpful in that regard and should be used for this alone. Just use it for establishing the time stamps of when and where you need to look for the information to confirm whether the checkout API returned an error or not, if a timeout occurred, or if we got a 5xx response.

Please tell me if I have provided you enough information so far to give you what you need to know where to look and at what time exactly for each. And btw, these are obviously only a tiny fraction of these errors resulting in lost conversions. It happens everyday, multiople times per day and has for months.

If you are unable for whatever reason to proceed with finding the issues and fixing them, please then cooperate with me so I can proceed with the investigation because fixing this IS MY ONLY OPTION. I LOSE EVERYTHING and 10 YEARS OF WHAT IVE WORKED TOWARD if this continues like this for much longer. I HAVE NO CHOICE BUT TO FIX THIS and immdiately. Please. So if you would be so kind, whether you are able to proceed to find and fix the errors or not, I ask you kindly from my heart to provide me this information for each of those time stamps via the Clairity URLS provided:

At each specific time, please confirm whether the checkout API returned an error, a timeout, or a 5xx response on your end for that specific request.

When responding, redact or withhold any sensitive customer information — payment details, card numbers, personal identifying information. I only need the technical facts: error codes, timeouts, or confirmation of a failure on your end for each session.

Please reply we've got to get things moving faster than this Like we need a real time conversation instead of days between responses I'm losing my sales every single day. You you know what I mean I mean that's that's this that's what can save my life and I have to watch all of these people unable to buy my product every single day and driving me out of my fucking mind

Last three days only 30 checkouts noted by Clarity. From that tiny trickle of traffic. 30 checkout issues noted and video'd for an issue.

ZERO SALES

and it feels like nothing is a priority. I cannot get answers or real time communication or honestly just cooperation to make it as easy as possible for us to fix this. whether its you or me. PLEASE PUT YOURSELF IN MY SHOES

I've never been in in such a difficult position where it's like pulling teeth It's like I can anticipate how everything is going to go before I ask it just based on how it's gone so far and it's never easy and it's always NO. And its always seriously delayed.

I spend ALL MY TIME on this issue. Night and day. I have SO MUCH ELSE TO DO but Im stuck in this standstill with no answers and no help while I BLEED TO DEATH

Im at my fucking wits end. I NEED FULL COOPERATION PLEASE AND REAL TIME COMMUNICATION. I SWEAR TO GOD BETWEEN ME AND JUST ONE TECH THERE WITH ACCESS TO EVERYTHING, AND WE COULD HAVE THIS FIGURED OUT AND PROBABLY FIXED IN 10 MINUTES. THAT'S WHY THIS IS SO FRUSTRATING

We've got a real issue that is ruining a real life and we are in bureaucratic bullshit hell with protocols and just bullshit That slows everything down to such a fucking crawl nothing gets done

PLEASE understand. AND THEN PUSH THROUGH THIS BULLSHIT and allow me and you to hammer on this thing. Put all the bs aside and me and you could save my life. save my business TODAY. PLEASE UNDERSTAND THAT

please dont make me wait another full day or multiple days just to get one more reply that does not allow us to actually proceed

Hi Craig,
 
First and foremost, I hear you. I fully understand the gravity of what you’re facing, the immense stress this is causing, and how critical it is to get your checkout performance working seamlessly without delay. Ten years of hard work is a massive achievement, and protecting your business is my top priority right now.
 
Why we need the X-Request ID. 
 
The idea of the X-Request-ID is that the server (for example the Shopify Platform) creates a random ID for each request and passes it back to the client in the header details of the request to identify the request in the system.
 
If you are using Chrome, here are the steps to obtain the ID.
 

1. Open Chrome Developer Tools (Right click → Inspect, or Cmd+Alt+I)
2. Click the Network tab and reload the page (or, if you're reproducing, have the Network tab already open)
3. In Network, click the top option in the list (usually) or whatever is red (usually the Status field will be 400 or greater)
4. View the X-Request-ID property under the Headers tab on the right
5. Copy and paste this into your ticket/Slack post

 

 
 
NOTE: Just make sure to replicate the same exact issue that you are experiencing and obtain the X-request ID from it.
 
This would be the key for us to further check on the logs. Checking the logs is not a walk in the park resolution or a 10-minute thing that you mentioned, Craig. 
 
So your cooperation in obtaining the needed information for us to move forward is also needed. 
 
Talk to you soon!
 
 
 

First this is what this image looks like

 

Ryan,

Two facts before I try the DevTools route:

I've never reproduced this myself, only real customers have hit it, captured via Clarity.
Some of these failures may crash in the browser before any request reaches your servers, meaning no X-Request-ID exists for those.

Can you cross-reference the timestamps/URLs I already sent against anything on your end, abandoned checkouts, session data, analytics? That's faster than me trying to reproduce something I never have.

Craig

Please give me everything you have that I'm unable to produce in terms of answers and pointing to what these issues are You have access to more than I do and I need that information You have the dates and the times I can give you more if you need them Please give me the information you have for those time stamps provided

Ryan,

I don't need you guys to fix this. I'd rather make this easier for you and only ask for more help if I can't solve it myself. I just need the information I can't access on my end.

Two things you should know first:

I've never reproduced this myself, only real customers have, captured via Clarity.
Some failures may crash before ever reaching your servers, meaning no X-Request-ID exists for those.

Please send, for each timestamp/URL I've already sent you (Clarity events with times and dates):

Server-side request/response logs or trace IDs tied to that timestamp
Whether a request reached your servers at all for that instance
HTTP status code if one was received
Any abandoned checkout record tied to that session
Any session/customer-level data on your end for that window

If it didn't reach your servers, that tells me the failure is happening client-side before checkout ever fires, which is useful too.

If I can't fix it myself with this data, I'll come back to you for help.

Craig

Ryan,

One more thing on my last message: please redact or mask any customer personal info before sending, I don't need names, emails, or payment details, just the technical data tied to each event.

Craig

Btw, Clarity logged 30 checkout attempts in the last 3 days. Shopify Analytics shows only 5 reached checkout. 25 never made it to your servers, that's why the X-Request-ID is flawed for this one

Given how absolutely targeted any website traffic is these days due to people arriving from AI results recommending you. You know this here it has changed everything. You get way less traffic and it is targeted way higher quality in terms of intent. That said, that's POTENTIALLY 30 lost sales in just the last 3 days. That's enough to save my house. Save my business. The urgency is so much more than you could possibly know.

This should be a 1 day fix. Request. Information gathered based on what I've provided. Sent to me. Investigation continued and issue solved. No reason it could not be that simple. But it isn't. And will likely continue to not be.

also... still unfixed, unacknowledged. Shipping label issue

 

you can see i double the package size from 4 units to 8 units. The weight should double and the price should change. Neither move.

Ok here is a random one. I changed the weight only. Bumped it to 24 ounces. This caused the price to increase. Okay. I then changed the package choice to 1 unit. The lowered the weight to from the 24oz down to 12. But the weight for 1 unit should have been 3oz. I also lowered the price, but not accurately. Maybe for 12 ounces it accurate now. But not for the 1 unit I chose which should have changed the weight to about 3oz and the price would then not exceed $6 if it were accurate to the 3oz package I chose of 1 unit.

it also lowered the price.. Let me re-type that. Ignore that one above please

Ok here is a random one. I changed the weight only. Bumped it to 24 ounces. This caused the price to increase. Okay. I then changed the package choice to 1 unit. This lowered the weight from 24oz down to 12oz. Not accurate. The weight for 1 unit is 3oz. It also lowered the price, but not to reflect 1 unit like the chosen Package. It lowered it to 6.72 (which MIGHT be accurate for the 12oz it incorrectly dropped to upon changing the Package to 1 unit). Changing the Package choice to 1 unit should have changed the weight to about 3oz and the price would not exceed $6 if it was accurate for 1 unit (3oz).

2 issues. I will try to fix the conversion loss issue, you guys please fix the mailing label issue.

I just need the information requested to proceed. Please speak to the appropriate team to aquire that info for me. This one is Critically URGENT.

The shipping label issue is not as critical, but since both affect costs/revenue, this one also needs timely attention, please.

PLEASE provide me this information so I can fix my website. I need this information asap.

The one thing I need. The one thing Im asking for so I can do the work myself. Least amount of burden on you and fastest way for me to address and hopefully fix this issue. I cannot emphasize any more how RIDICULOUSLY TIME SENSITIVE this is , and even more so with each passing day. In order to do it, I just need the information I requested.

(And again, upon providing it, please redact or mask any customer personal info. I only need the technical data tied to each event.)

No reply. Honestly at this point. For whatever reason, the fact I've said all I have and for things to be like this, still, leads me to think there's probably not much else coming.

add this one to the list.

Reporting a JavaScript error now too for smokeeraser.com. Confirmed via Microsoft Clarity session recordings: two JS errors firing approximately 1 second after page load — "Unexpected token ?" and "Cannot read property 'init' of undefined." Reproduced specifically on a session tagged Edge browser, France region, landing on /blogs/news/best-sploof. I was unable to reproduce the errors from a US-based session, which suggests this is tied to the GDPR/EU consent-gated script loading path. Please investigate and identify the specific script throwing these errors.

Entry:
.../blogs/news/best-sploof
Exit:
.../blogs/news/best-sploof
10:18
Aug. 12
Duration:
00:10
Clicks:
0
Pages:
1
User ID: 96rj3e
France
Edge
PC
Session insights
Your insights are powered by AI, so mistakes are possible.
Share feedback so we can improve!

The visitor landed directly on the blog article "Best Sploof in 2026: Every Major Brand Compared", suggesting interest in product comparisons.
Multiple JavaScript errors occurred almost immediately after page load at 00:01, including "Unexpected token ?" and "Cannot read property 'init' of undefined", which may have impacted functionality or user experience.
The session was very short, ending about ten seconds after arrival, possibly due to technical issues preventing further engagement.

Hi Craig,
 
Ryan here again.
 
I am now overwhelmed with the responses that you sent with multiple concerns to address. Now, let's pick up one concern at a time. 
 

• Regarding the issues with the pages -- the fact that the issue is captured thru Clarity app and we can't actually replicate the error on our end, this is not something that we can support. We do not troubleshoot the outcomes or reports coming from a third party platform unless we are able to replicate it. We made a quick runs and tests on your site, we don't have any similar issues found from the app. 

 

• Shopify Analytics vs. Clarity -- please note that we use different measurement tool compared to other software like Clarity. You sometimes have different results between Shopify analytics and third-party tracking services such as the Clarity app. It’s unlikely that identical tracking mechanisms are being used by each of the services, so your visitors aren't recorded equally. Details of recording mechanisms are proprietary information and are never shared.

 

For the Shipping Label price discrepancies, can you please link me to that order on your screenshot?
 
If you need further assistance or in case we missed out on anything, please don't hesitate to write us an email and we'll get back to you asap or if you'd like, you may also get real time assistance from a live representative.
 
Regards,
 
Ryan | Shopify Support Advisor

 

Oh you weren't able to replicate the error yourself personally. It therefore doesn't exist then. Great. Problem solved.

go ahead and ignore the proof I gave you. Instead, your method is far more logical. And easier than looking at the proof I gave you. If you cannot replicate it yourself it clearly means it doesnt exist and Im a liar and an idiot. And you get to close the ticket

This is so pathetic on so many levels I dont even know where to begin. Escalate this immediately

at this point its about principle. The business has been ruined. I look forward to re-explaining everything after its escalated. Thanks

I need this escalated immediately. please. Acknowledge this

Time stamps were provided when the issues occured. What occured in the backend at those moments holds the anwers and is what I need. Clearly. The techical descriptions of errors, OBVIOUSLY. I'm not asking for personal information. It would do me no good. OBVIOUSLY. Escalate this immedately and acknowledge when done. Thanks

Also that there's not a chance in hell that I am going to walk away from this or accept what you have told me because it is It's completely unacceptable. It's shocking to me that a company like Shopify can become as successful as they have and have tech support like this. That will literally ignore clear evidence with time stamps but opt to tell the client the problem does not exist because the tech assigned cannot recreate the issue personally. And then actually fully ignore all evidence AND THE TIMESTAMPS and request for the technical data logged in those moments to help THE CLIENT ACTUALLY DO THE WORK TO FIX IT. No company could survive with a tech support team that behaved like that. Escalate this immediately please

The visitor began directly on the shopping cart page and attempted to proceed with checkout almost immediately, encountering a JavaScript error at 00:08 which may have disrupted their progress.
Multiple clicks were made on the PayPal payment button, including at 01:15 and 01:18, both followed by dead clicks, suggesting possible issues with the PayPal integration or button functionality.
At 01:59, the user initiated checkout again but faced another JavaScript error upon form submission, potentially preventing order completion.

Lets ignore that. Astounding and absolutely RIDICULOUS. HOW CAN YOU POSSIBLY OPERATE THE WAY YOU DO!

so many LOST SALES TODAY AND JAVA SCRIPT ERRORS. ESCALATE THIS ASAP. TODAY. TODAY. IVE WAITED NOW 9 GOD DAMN DAYS OF MORE LOST SALES EVERY SINGLE DAY WHILE YOU REFUSE TO GIVE THIS TO ANYONE ABLE TO UNDERSTAND WHAT I AM PROVIDING> IMMEDIATELY. IM OUT OF PATIENCE AND YOU ARE STEPPING ALL OVER ME AND MY TIME AT THIS POINT AND IM DONE WITH IT> ESCALATE THIS NOW

This ticket will be escalated to senior tech by noon PST Friday. If not, I will begin doing my best to find who is in charge by phone. Thank you.

This is a clearly documented case with devastating results to the life and business of a decade long, loyal client of Shopify. And I will not be the only one who sees how ridiculously negligent, incompetent, and willfully blind both Ryan and Chandra have been in handling this account.

Let me be unmistakably clear: I am not dropping this, and I am not accepting your copy-pasted excuses. If this ticket is not officially escalated to a Tier 3 specialist by noon PST Friday, I will begin calling corporate numbers and working my way up the management chain. I will personally ensure your supervisors review these exact transcripts alongside the video proof you refused to look at.

Escalate this file immediately, or prepare to explain to your manager why you refused to do your job.

Hi Craig,
 
Thank you for reaching out to us again. I completely understand how critical these issues are for your business, and I appreciate you taking the time to detail everything so thoroughly—from the shipping package calculation discrepancies to the JavaScript error logs on your site.
 
On the shipping weight and price issue: Shopify calculates shipping at checkout by adding the product variant weight to the default package weight. If you sell "1 unit" and "8 units" as separate variants, each variant needs its own weight set manually in the product settings. Shopify does not automatically multiply the weight by quantity. The checkout total weight = product variant weight × quantity ordered + default package weight. If variant weights are wrong, rates will be wrong regardless of what package size the merchant selects.
 
On the JavaScript errors: I want to be clear that the session recordings you provided are valid evidence. The errors "Unexpected token ?" and "Cannot read property 'init' of undefined" firing on Edge in France, specifically on the /blogs/news/best-sploof page, are consistent with a script failing to load under EU consent conditions. The fact that a US session doesn't reproduce it doesn't mean the error doesn't exist. I'm reviewing your theme and any recently installed or removed apps to identify which script is responsible. If this is tied to a consent management or cookie banner script, we may need to involve that app's support team as well.
 
I'll follow up with findings on both. Thank you for your patience.
 
Cheers,
 
Ryan F | Technical Support Specialist
 
 

Re: Ticket #69398073 - Primary checkout failure still requires investigation

Ryan,

Thank you. I appreciate the clarification, particularly your acknowledgment that the Clarity recordings are valid evidence and that Shopify's inability to reproduce an issue does not mean the issue does not exist.

That is important because it is exactly the principle I have been trying to establish throughout this case.

Please continue investigating the JavaScript errors, but I need to make sure the primary issue on ticket #69398073 does not get lost again.

The primary issue is the repeated failure of real customers to successfully move through the purchase and checkout process. The Clarity evidence documents multiple forms of this behavior, including clicks that do nothing, long site hangs, unexpected navigation or redirects, and apparent checkout attempts that never become completed orders.

I cannot reliably reproduce these failures myself. They are intermittent and occurring to real customers.

Now that you have confirmed the Clarity recordings are valid evidence, please use the timestamps already provided to escalate the PRIMARY checkout/conversion issue to the appropriate engineering team and determine what Shopify recorded during those affected windows.

I am specifically asking for investigation of whether, during those sessions:

A checkout or related request reached Shopify.

Checkout initialization occurred.

Shopify recorded an error, timeout, failed response, redirect, or other abnormal result.

No relevant request reached Shopify at all.

I understand an X-Request-ID is useful when available. But requiring me to personally reproduce an intermittent customer-only failure cannot remain the condition for investigating the issue.

Please confirm that the checkout/conversion failure itself, not only the separate JavaScript error, is now being actively investigated or escalated using the timestamped customer evidence already provided.

That is the issue threatening the business and the one I urgently need resolved.

Thank you,

Craig Nowak
Smoke Eraser
craig@SmokeEraser.com
310-909-4708
Primary Ticket #69398073

Ryan,

I am following up because my August 15 message remains unanswered.

Please have the technical team perform a backend trace for this specific incident:

Store: SmokeEraser.com
Timestamp: August 5, 2026, at 13:41:58 UTC
Event: checkout_started was recorded, but no checkout was completed.

Please inspect Shopify’s platform logs for the surrounding five-minute window and provide the written findings for the following:

Whether Shopify received a request to create or load a checkout session.
The associated request ID, cart token, checkout token, or session identifier, if one was created.
The endpoint reached and the response status returned.
Whether Shopify created the checkout successfully.
Whether any error, rejection, timeout, redirect, rate limit, bot protection, security rule, or other platform response interrupted the request.
Whether the customer’s request reached Shopify but failed before the checkout page finished loading.
If Shopify has no corresponding record, confirmation that no checkout request reached Shopify after the recorded checkout_started event.

I am not requesting another storefront review or general troubleshooting guidance. I am requesting the backend findings for this exact timestamp so we can determine where the purchase attempt stopped.

If you cannot personally retrieve this information, please submit this exact request to the team that can access Shopify’s request, checkout, and platform logs. Please provide the findings in writing, including a clear statement if no matching records can be found.

Ticket #69398073

Craig Nowak
Owner, Smoke Eraser
SmokeEraser.com

Please add a second incident to the same backend-log request:

August 17, 2026, approximately 00:19:41 UTC
iPhone, Mobile Safari, Springfield, Ohio. The customer clicked the PayPal button on the cart page, but PayPal did not open and no navigation occurred.

Please determine whether Shopify received a PayPal or payment-session request, whether a session was created, and what response, error, or timeout was recorded. If no request reached Shopify, please confirm that explicitly.

Please try to cooperate here. I need you to come through for me. These issues have devastated my entire business and continue to with every passing day. This is 10 years of my life I've spent every day and night building while putting everything else on hold and I've only had setback after setback across Amazon, Shopify, and Tiktok. Each almost totally unbelievable, with odds of happening almost zero and it's crazy that this is another one following this same pattern. I swear it's like this product has been cursed as there has always been events like this one occuring simultaneous with others having the same odds and each always resulting in an outcome that somehow always becomes impossible to solve. Please help me get through this one as I cannot allow another to defeat me and again defeat the potential that this product has. I'm literally starving, but I'm so deep into making this work, I cannot turn back. Please help me with the exact requested information. I'm asking from my heart here to please help me with that. I'll do the work, I just need the requested information to do this. Please man.

We have now verified that the identical Klaviyo Onsite JavaScript URL is being injected twice through Shopify-generated content_for_header code.

The generated loader’s URLs array contains this exact URL twice and creates two separate script elements.

We duplicated the live theme, disabled the visible Klaviyo Onsite JavaScript app embed on the unpublished duplicate, saved it, and tested its preview. Both Klaviyo copies still loaded. This proves the duplication is not coming from that theme’s visible app embed or ordinary theme files. It appears to be duplicate backend ScriptTag or equivalent app registrations associated with the store.

Please have the technical team enumerate every Klaviyo ScriptTag or equivalent backend storefront-script registration on smokeeraser.myshopify.com, identify when and by which app or installation each registration was created, and remove the duplicate registration while preserving one valid Klaviyo installation.

Please do not simply tell me to edit the theme or toggle the app embed—we have already proven that neither controls these two injections.

This is part of the ongoing intermittent checkout, navigation, dead-click, and conversion investigation under ticket #69398073. Please document exactly what registration was found and removed.

Duplicated URL:

https://static.klaviyo.com/onsite/js/klaviyo.js?company_id=WZfSNt&shop=smokeeraser.myshopify.com

I have another current Clarity recording showing a serious failure across two separate Shopify systems in the same customer session.

The customer is on the full cart page, not a cart drawer.

First, the customer clicks Checkout and does not successfully reach checkout. The customer then opens Shopify Inbox to request help. Shopify Inbox asks the customer to sign in through Shop. The customer attempts to do so, but the Shop login process spins indefinitely and never completes.

This is not merely a third-party recording anomaly. Clarity captured the customer's actual interactions with Shopify's Checkout, Shopify Inbox, and Shop authentication. Two separate Shopify-controlled actions failed during the same storefront session.

This evidence suggests a broader session, authentication, browser-storage, network-request, or storefront-script failure. It cannot reasonably be dismissed merely because support cannot reproduce it on demand.

Please add this incident to ticket #69398073 and have the technical team examine the relevant backend logs for:

1. The checkout request and whether Shopify received it.
2. Any checkout-session creation, rejection, timeout, or error.
3. The Shop authentication request initiated through Shopify Inbox.
4. Any failed token, cookie, session, storage, redirect, or authentication response.
5. The customer's browser, device, storefront session, and request identifiers.
6. Whether the duplicated Klaviyo scripts or any other injected storefront scripts affected either request.

Please confirm in writing that the technical team reviewed the recording and the corresponding Shopify logs. If Shopify cannot access or evaluate Microsoft Clarity directly, I can provide the exact event times and screenshots, but the underlying Checkout, Inbox, and Shop authentication logs belong to Shopify and must be investigated by Shopify.

Clarity recording:
https://clarity.microsoft.com/player/wnv6mmel6r/1u50w12/qii0hz/?ss=1786963261000&sd=1529600

No response

I believe I've waited 14 or 15 days for an escalation, but that has not happened. I've also stopped getting any response to the open ticket and I know I've expressed numerous times there is an urgency with getting it solved. Please tell me the next step to get the attention this case requires.

Please just tell me the path I need to take to get this basic information I've requested many times. Every day that passes is damaging my business more and more as I've mentioned previously. I have provided the time stamps for numerous events that prove my site has major issues causing a loss of an untold number of sales each week. The issue has persisted for months and was brought to the attention of Shopify over 2 weeks ago without any progress or escalation to date. Please help me with this case. I have no other route left to take .

Listen please... ...well actually, first of all, I dont know if you or anyone is even monitoring this discussion anymore as the last 10 messages over the last 6 days have been completely ignored. But as you know I'm in a desperate spot to get this fixed as Im out of money and pending losing big time (home going into foreclosure due to inability to pay mortgage since my most recent amazon catastrophes and then this unresolved issue killing almost all conversions for over 4 months with no luck fixing it in any way after numerous hired vetted freelancers. But I've not got another guy is "certain" he can fix it but he wants significant payment (which for me as of now due to all this, after getting him down from $1500 to $300, that's still significant enough to be a pretty huge gamble for me).

I need an update to know that status on this. On ANYTHING ABOUT this. And whehter or not I will ever be given the information I have requested numerous times over about the last 10 of the 16 day this ticket has remained open with any updates or help with requested info. I need to know immediately if I should save my money because a reply is forthcoming with all of the requested information and anything else that may be positive news toward it actually being fixed. Either way, reply so I know first of all if this discussion is even being monitored anymore.

Basically can I expect soon? Today? I need to know if this chat is even monitored anymore first of all. And second, can i expect the requested information based on the timestamps Ive provided? I need an answer to both these immediately please.

nothing

obviously nobody cares and/or nobody is even monitoring this or gives a damn about providing updates. That's if the site is even being looked into. The requested information I've now waited on for like 12 of the last 17 or 18 days this ticket has been open is also not a priority and will likely never come either. Everyday losing most of my conversions as I have for the last many months. The urgency cannot be overstated. But still I cannot even get simple updates or reples. How is that even possible?

Congratulations on the success without even having actual tech support. That is truly astounding. 🫠

No responses still. The ticket was opened expressing the urgency on August 5th. It's August 24th in an hour without a reply in about 10 days.

Hi Craig,
 
Ryan here, one of the Technical Support Specialists here in Shopify! I just want to thank you for your time and follow up to make sure I provide the best level of service. 
 
I apologize for the delay of my response here as I just came in from a sick leave. However, I am still not seeing any response from our internal team regarding your concern.
 
Expect to hear from me as soon as there's a breakthrough.
 
Cheers, 
 
Ryan F | Technical Support Advisor
 

OMG OMG OMG

I CANNOT BELIEVE SOMEONE IS ALIVE THERE... DUDE.. Ive gone and blew ANOTHER $300 I didnt have on yet ANOTHER coder, making 7 who has also failed by this point, yet he added some code to theme to block one of the extra Klaviyo scripts that MUST be removed by Shopify and upon doing so, remove the code he added. Let me give you the accurate description

From Chat GPT Codex... He has been my partner throughtout most of this (switching from Claude a couple weeks ago jfyi). Please pass onto whomever the (always unnamed) escalated tech is supposed to be by now.

Hello,

There has been an important update regarding the duplicate Klaviyo injection.

My developer added a temporary guard in theme.liquid that detects and suppresses one of the two identical Klaviyo loaders being generated through Shopify’s content_for_header. This is only a storefront workaround. The duplicate is still being produced upstream.

Verified configuration:

1 Klaviyo installation
1 active Klaviyo app embed
0 ScriptTags
0 web pixels
No hardcoded Klaviyo references in the theme
Disabling the single Klaviyo app embed on an unpublished duplicate theme did not remove either injected loader

Shopify still needs to identify why one valid Klaviyo registration is generating two identical loaders through content_for_header and remove only the duplicate at its source. The legitimate Klaviyo loader must remain functional.

Once Shopify corrects the upstream duplication, the temporary suppression code added to theme.liquid should no longer be necessary and can be removed.

Please add this update to the internal engineering investigation and confirm that the upstream duplicate, rather than the valid Klaviyo installation, will be removed.

Craig

Duplicated Klaviyo URL:

https://static.klaviyo.com/onsite/js/klaviyo.js?company_id=WZfSNt&shop=smokeeraser.myshopify.com

One additional technical detail for the investigation:

The defensive Klaviyo duplicate-loader guard was added to `layout/theme.liquid`, within lines 73–176. It intercepts Shopify’s `content_for_header` output, permits the first valid Klaviyo loader, and suppresses subsequent identical load attempts.

The console confirms that Shopify is still generating the duplicate upstream:

`[SmokeEraser] Klaviyo duplicate-loader guard completed; suppressed: 1`

The guard should remain in place until Shopify removes the upstream duplicate and confirms that only one Klaviyo loader is being generated.

Important clarification: The duplicate Klaviyo injection is a verified defect, but it has never been established as the cause of the broader purchase and conversion failures. Suppressing the second loader does not resolve the documented checkout, PayPal, Shop authentication, redirect, freezing, or intermittent navigation failures.

Please keep the broader incident open and continue the existing backend investigation. The Klaviyo correction must not be treated as a substitute for the requested log findings or as proof that the main conversion failure has been resolved.

And last thing this one's from me personally. Listen I'm counting on you dude. I've spent all my money on well supporting myself with no income over this and God damn coders that couldn't fix. So this Shopify tech support is my last It's my last chance to save this business basically. Please I'm begging you make sure this gets into the hands of your best techs who have access to everything. Everything we don't. I need to make sure we give this the best possible shot to fix it ...as basically this will be it for me.Im out of options and funds

and time.

FYI. Clarity is back It was down today. Good news is most Java script errors seem to be solved as there are very few I see documented in here. But there is one today and for the first time it seems very specific with an actual URL. But you can only see it if I mouse over it mentioned here.. Look at the screenshot and zoom in that..

Please dont leave me hanging again and please please try to have them start on this and to absolutely take it seriously (with all due respect) and what I mean by that is to take the time to read everything from top to bottom ensuring that every bit of this is fully understood and absorbed. To treat is like it is the personal business site of whomever this case is assigned to and TO USE ME throughout. I will help. I will answer every question and provide extensive details and data about anything they need so we can work together to solve every issue until this is all 100% completed. Please. It's ALL here too. Just take advantage of all that was provided and please do not alllow anything that is actual evidence to be dismissed or ignored when it clearly has value. PLEASE. Take advantage of me. I'll help in every possible way if they just ask.

multiple lost sales today... Here is just one of them for you to add to the evidence. Obviously I've still not heard back from you as promised or as I assumed. And no one else has either. No one has for the last 21 days. No progress, replies, acknowledgement. Nothing. Each day I lose half or more of my sales and I cannot scale up or begin or resume the work I so desperately need to begin again repairing damage done with Google and AI relationships. Please make this happen. Or just have whoever is supposed to be working on this actually SAY SOMETHING to me. Almost a month Ive waited now. Think about that

See screenshot too:

User ID: ctnoh3
Country: Canada
Device: Chrome Mobile
Session length: 4:22
Key checkout attempts: approximately 2:39 and 3:13
PayPal failure: near the end of the recording
Date: August 24, 2026

For Shopify:

Another post-workaround purchase failure is documented in Clarity. A Canadian mobile visitor with strong purchase intent added multiple products, attempted checkout repeatedly, then clicked PayPal. The PayPal button disappeared, but no PayPal window or checkout page opened. The visitor waited and the session ended without an order. User ID: ctnoh3, session duration: 4:22. This confirms that the broader conversion failure remains unresolved and was not fixed by suppressing the duplicate Klaviyo loader.

That simple information I requested before you went away on leave I asked for over 10 days ago. Information that just needs to be retrieved and pasted to me. Separate from any investigation, Ive still never gotten. Zero. All someone would have to do is make it a point to get up and walk to whomever can retrieve it. Ask them to get it right then since the client needs it DESPERATELY and REQUESTED IT OVER 10 DAYS AGO and no one has bothered to simply do it

im at my wits end man. HOW CAN THERE STILL BE NO RESPONSE OR UPDATE OR INFORMATION PROVIDED man NOTHING. Why? Why can't this be handled like a normal urgent case where someone simply shows the basic respect of AT LEAST COMMUNICATING WITH THE CLIENT. ITS BEEN 20 DAYS OF THIS. CAN YOU SEE HOW INSANE THAT IS. AND IT'S KNOWN TO BE URGENT

At least TELL ME WHAT A NORMAL WAIT TIME IS FOR SOMEONE TO REPLY AFTER ESCALATION OF AN URGENT MATTER? OR JUST TO GET A MEANINGFUL REPLY? WHAT IS THE EXPECTED NUMBER OF DAYS FOR THIS? IS IT NORMAL TO IGNORE AN URGENT ISSUE FROM A CLIENT FOR 20 DAYS?

sorry.. im just out of patience man. Understand it from my perspective please

Why cant you ever reply

(with all due respect)

🗣️💨😶🌫️

 

Yes ive lost my mind

Ryan.... new day again. Just need to follow up again and ask for that update. No one has contacted me still.

after like 10 or 12 days of silence, you said this:

>>>>>>>>>>>>>>>>>>>

Ryan F.
5:30 pm
Hi Craig,

Ryan here, one of the Technical Support Specialists here in Shopify! I just want to thank you for your time and follow up to make sure I provide the best level of service.

I apologize for the delay of my response here as I just came in from a sick leave. However, I am still not seeing any response from our internal team regarding your concern.

>>>>>>>>>>>>>>>>>>>

Been a few more days of my adding more evidence of the issue and I also have specific questions about other techical issues that have been patched since we last spoke. Important that gets discussed propery with whomever this case is supposed to be getting handled by. Please. But after you saying this above, it seems to have gone right back to having each thing I say seemingly unnoticed and totally ignored.

Is this normal for customers to experience this? Is it normal to have a case treated this way that has been noted to be urgent and clearly needing escalation? Nothing I do or say gets it the attention I believe it clearly deserves. Ten years I have loyally paid all my fees and commissions and now that Im in a dire position of losing a majority of sales every single day for months and needed immediate help to stop my bleeding out, I've so far just racked up about 22 days of silence. I need to be in touch with the senior level tech this case should have been assigned to by now.